Department of Justice, Home Affairs and Migration

1. The total number of open queries currently in the ISD Customer Service portal. 2. The current wait time for queries submitted via the Customer Service portal to receive a response. 3. Any internal documentation, guidelines, or policies provided to support staff on how to prioritise customer queries—e.g., whether prioritisation is based on chronological order, severity of the case, or other criteria. 4. Copies of any correspondence, minutes of meetings, or email chains related to the processing backlog of online customer service portal queries between January 2024 and the present. This request is limited to correspondence involving officials at the level of Assistant Principal Officer or higher.